Ticket Custom Fields, which are also referred to as Ticket Attributes, identify specific ticket traits that can help users create granular filters to help create granular workflows.
Examples of Ticket Custom Fields would be: Ticket [Status] and [CSAT Score]
Ticket Custom Fields can be used within:
Tickets tab to find specific sets of tickets as well as create Saved Searches
Automations (using Saved Searches) to filter for specific tickets to QA
Reporting tab to conduct reports on specific ticket attributes
This article will teach you how to add Ticket Custom Fields/Ticket Attributes.
Who can manage Ticket Custom fields?
The functionality to add Ticket Custom Fields is limited to users with the Admin role.
How do I add a Ticket Custom Field?
Add a custom field to be synced from your helpdesk:
Go to Settings > Integrations > scroll down to the [Integration Settings] section.
These settings will default to the helpdesk you have integrated (ex. Zendesk, Salesforce, Intercom) and [Ticket Custom Field]. If multiple helpdesks are integrated, on the [Select Helpdesk] dropdown, choose the helpdesk with the custom field you want to add.
This will now bring up two selectors:
Select Field Type
These options are slightly different depending on the integration, and for this case, we will describe how the options work if the user is integrated with Zendesk.
The first selector Select Field Type has 2 options, standard, and custom. These correspond to default ticket fields and your custom Zendesk fields special to your Zendesk account, respectively.
The second selector Select Field has many options; this is where you select the actual field you want to import.
After you click on the "Add Ticket Custom Field" button, a row will be generated on the Ticket Attributes page.
Add a custom field for use with non-integrated workflows:
MaestroQA's manual ticket creation features allow users to manually create tickets in MaestroQA when they don't have a helpdesk that can be synced from. Custom ticket attributes can also be manually defined and attached as metadata to those tickets. Follow these steps to create your own custom ticket attributes:
Step 1: Navigate to Ticket Attributes Page
To manually create a custom ticket attribute, navigate to the "Ticket Attributes" page within MaestroQA.
Step 2: Define Your Custom Attribute
Click the "Add Attribute" button to add a new custom attribute.
Step 3: Name Your Attribute
In the "Add Attribute" dialog, you'll need to specify a "display name" and label for your attribute.
- must be unique (no other attributes may use this value)
- cannot be modified after creation
Attribute name ("display name"):
- should be a short, descriptive name that accurately represents the metadata you're adding - for example, if you're adding a custom attribute to track ticket urgency, you might name it "Urgency"
- does not have to be unique
- can be changed at any time, from the "Custom Attributes" table on the Ticket Attributes page
Step 4: Set Attribute Type
Next, you'll need to set the type of attribute you're adding. There are several types to choose from, including text, date, number, and boolean. Choose the type that best fits the metadata you're adding.
Step 5: Save Your Attribute
Click "Add" to save your new attribute. Newly created attributes will be displayed at the bottom of the Custom Attributes table.
*If an attribute with the same label already exists, you will see an error notification in the top right corner of the screen.
*Custom attributes that are created manually can be deleted by clicking the trash icon next to them in the Custom Attributes table.
Step 6: Start Using It!
To learn more about customizing these newly imported Ticket Attributes and making them available in different parts of the app, check out this article 👉 "Where are my Custom Ticket Attributes."